Troubleshooting
The information provided on this page applies to general troubleshooting questions and actions when using OmniVista Cirrus. You can also find troubleshooting information embedded within the following features:
I signed up for a new account (or an invited account), but I can't find the verification email to activate my account
My account has been successfully created but I don’t see any data in OmniVista Cirrus 10
From the OmniVista Cirrus 10 UI, how do I know if my Access Points are connected to the platform?
When your Access Points are correctly configured and connected to the OmniVista Cirrus R10 platform, you can see the date on which they issued data for the last time in the Last Seen column of the Device Catalog screen.
If you don’t see any date in this column, it means that the configuration of your Access Points has not been done properly. Please check this page for further details.
Device Catalog Screen
I want to update a configuration object, but I can't click on the Save button. It is disabled (grayed out)
I am not able to see the data in the table contents
In my custom dashboard, I cannot click on the table action buttons (refresh, configuration, full screen, export)
I open an SSH Terminal session after entering login credentials, but there is no message in the Terminal window console
The Access Point Health Threshold data doesn’t reflect the changes done even after saving the changes and getting the success notification message.
The Device Health color and counter aren't updated after the threshold was saved and getting the success notification message.
I get an error message while accessing the User Interface for Network Access > UPAM-NAC and Network Access > Accounts screens.
I am not able to customize the WiFi4EU captive portal template for SSID and got error 500 when deploy changes to Access Point with layout type WiFi4EU.
Before opening an eSR, please follow the steps below to make sure your Analytics Only Access Points are correctly configured:
Step1: Check the configuration file of your Access Points. Your server key should be set to the correct region:
Americas region: broker.us.analytics.ovng.myovcloud.com:9093
EU region: broker.eu.analytics.ovng.myovcloud.com:9093
support@AP-2D:40:~$ cat /var/config/qoe.conf
{
"QOEReportConfig":{
"server":"broker.eu.analytics.ovng.myovcloud.com:9093",
"topic":"ext_ov_qoe_events",
"enginetype":"kafka",
"username":"system",
"password":"21a2a30ee53a20737151b89db06b9b1a",
"sslenable":1,
"timer":{
"report":"enable",
"event":"all",
"group":"all",
"priority":"warning",
"interval":30,
"userinterval":60,
"apinterval":60,
"subevents":[
{
"event":"useraccess.report",
"group":"user",
"report":"enable",
"interval":30
},
{
"event":"user.report",
"group":"user",
"report":"enable",
"interval":300
},
{
"event":"usertracking.report",
"group":"user",
"report":"enable",
"interval":300
},
{
"event":"shortapinfo.report",
"group":"system",
"report":"enable",
"interval":180
},
{
"event":"apinfo.report",
"group":"system",
"report":"enable",
"interval":300
},
{
"event":"apradioinfo.report",
"group":"wireless",
"report":"enable",
"interval":300
},
{
"event":"apwlaninfo.report",
"group":"wireless",
"report":"enable",
"interval":300
},
{
"event":"apchannelinfo.report",
"group":"wireless",
"report":"enable",
"interval":3600
},
{
"event":"apchannelchange.report",
"group":"wireless",
"report":"enable",
"interval":30
},
{
"event":"aprogueinfo.report",
"group":"wireless",
"report":"enable",
"interval":3600
},
{
"event":"apneighboursinfo.report",
"group":"wireless",
"report":"enable",
"interval":3600
}
]
},
"instant":{
"report":"disable"
}
}
}Step 2: Check that the process is loaded:
support@AP-2D:40:~$ ps | grep mdps
3641 support 1332 S grep mdps
30177 root 16960 S /sbin/mdps -c /tmp/config/qoe.confStep 3: Check that data is being sent to the OmniVista Cirrus 10.3 platform:
support@AP-2D:40:~$ cat /var/log/mdps.log
2021-09-27 02:21:54(251102,949) [MDPS] - Uploader Enqueued apinfo.report message (2415 bytes) for topic ext_ov_qoe_events
2021-09-27 02:21:54(251102,950) [MDPS] - Uploader Enqueued shortapinfo.report message (635 bytes) for topic ext_ov_qoe_events
2021-09-27 02:21:55(251103,566) [MDPS] - Uploader Enqueued apradioinfo.report message (955 bytes) for topic ext_ov_qoe_events
2021-09-27 02:21:55(251103,711) [MDPS] - Uploader Enqueued apwlaninfo.report message (1508 bytes) for topic ext_ov_qoe_eventsIf after following these steps you are still not able to get data, please open an eSR and collect the support logs from the OmniVista interface. Please connect to your OmniVista 2500 / OmniVista Cirrus instance and go to the Administration → Audit → Collect Support Info page:
